Call Center Representative NY HELPS

Assigned to the OCFS’ Human Services Call Center and work within clearly defined guidelines, functioning as the first line staff who responds to verbal, written and electronic inquiries from customers.

• Responding to customer inquiries.
• Providing information about agencies’ programs and services in-person or by telephone.
• Explaining and interpreting information by telephone to applicants, clients, and other customers.
• Interviewing applicants, claimants, and persons who request services, to obtain the information needed to complete forms, records, or other documents.
• Contacting other OCFS staff, staff in other State agencies and individuals who work in the private sector to gather information to respond to inquiries, resolve complaints and process requests from clients, applicants and other parties.
• Contacting clients, applicants and other persons to schedule interviews and hearings and appointments for other reasons.
• Drafting correspondence in reply to in-person and telephone requests from clients, applicants and other persons.
• Completing Call Center forms to obtain correct answers, gather information, take reports, and process inquiries.
• Operating office equipment as necessary to complete assigned tasks. Such equipment may include computers, printers, scanners, photocopiers, and calculators.
• Type correspondence, records and other documents in draft and/or final form.
• Additional duties will be discussed in detail during the interview.

Open to the Public:
This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).*

Must have 60 college semester credit hours and one year of work experience in customer service*; OR a high school diploma or GED and two years of work experience in customer service.*

• Customer service is defined as the use of verbal communication as the primary means of providing information regarding policies, procedures, services, or products to the general public.

Core operating hours for office-based positions within the agency are 8-5. Exact shift within that timeframe will be discussed at the time of the interview.

• NY HELPS

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). To be considered for appointment through NY HELPS, candidates must meet the open-competitive minimum qualifications for this position. For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply.

It is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the examination. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.

• All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee’s employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations.
  
  Prospective employees will be fingerprinted in order to obtain a…